Client Success Manager

SugarShot•Los Angeles, CA

1d•Remote

About The Position

SugarShot is seeking a strategic and client-focused Client Success Manager (CSM) to drive long-term partnerships, retention, and revenue growth across our managed services portfolio. The CSM manages executive-level client engagement within an assigned portfolio, partnering across Service Delivery, Engineering, Sales, and Leadership to align technology strategy, service performance, and business priorities. This role is accountable for ensuring clients clearly understand and realize the full value of their managed services investment. The ideal candidate combines strong business acumen, technical fluency, and executive communication skills. They are comfortable advising senior stakeholders, navigating operational complexity, and proactively identifying opportunities to strengthen client outcomes, technology maturity, and overall service impact.

Requirements

3–8+ years of experience in Client Success, Consulting, Strategic Account Leadership, or similar roles within managed services, cybersecurity, cloud, or technology services
Solid understanding of IT infrastructure, cybersecurity, cloud environments, and compliance needs
Demonstrated ability to drive retention and expansion within an existing client portfolio
Strong financial and business acumen, including comfort discussing budgets, risk, and technology investment strategy
Executive presence and the ability to influence stakeholders across technical and non-technical audiences
Exceptional written, verbal, and presentation skills
High level of organization, accountability, and follow-through
Comfortable operating in dynamic, growth-oriented environments

Nice To Haves

Bachelor’s degree preferred or equivalent professional experience.

Responsibilities

Manage executive-level engagement within an assigned client portfolio
Build and maintain strong relationships with executive stakeholders, IT leaders, and operational partners
Lead Quarterly Business Reviews (QBRs) and strategic planning sessions focused on performance, priorities, risk mitigation, and forward planning
Ensure alignment between client business objectives and SugarShot’s service delivery strategy
Ensure clients clearly understand the scope, performance, and outcomes of services delivered
Translate service metrics, cybersecurity posture, infrastructure health, and compliance considerations into business-relevant insights
Proactively identify opportunities to improve technology maturity, security alignment, operational efficiency, and service adoption
Monitor adherence to defined service standards and best practices
Drive client retention through proactive engagement, risk identification, and long-term planning
Lead renewal strategy and execution within the assigned portfolio, driving proactive engagement, demonstrating measurable value, and ensuring long-term contract alignment and retention
Identify and advance opportunities for service optimization, modernization, and expansion
Partner with Sales and Solutions teams to scope and position additional services aligned to client needs
Maintain accurate forecasting visibility within the assigned portfolio
Collaborate with Service Desk, Security, and Project teams to ensure consistent service delivery
Monitor SLA adherence, service performance metrics, and client satisfaction indicators
Escalate risks appropriately while maintaining clear and timely executive communication
Maintain accurate CRM records, account documentation, and pipeline hygiene